Refund policy

Last updated: March 2026

Returns & refunds

We have a 90-day money-back policy, which means you have 90 days after receiving your item to request a return.
 

To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase..

 

Please note that return shipping fees and arrangements will be the responsibility of the customer.
 

If your return is accepted, we’ll send you a return address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
 

Items returned to an intermediary shipping facility are not eligible for a refund, only items sent back to our provided return address.
 

We are not responsible for errors made at checkout, whether that might be you selecting the incorrect product/size or providing incorrect address details resulting in a failed delivery.
 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
 

Please note it can take some time for your bank or credit card company to process your refund. All shipping costs associated with the products are non-refundable.
 

To initiate a return, please contact us at support@softhips.com with your order number and reason for return. 

Exchanges

To initiate the exchange process, please contact support@softhips.com to initiate the exchange process. Once initiated, we will provide you with a return address for you to ship your order. Once confirmed, your new replacement will be processed as first priority among other orders in the queue. Please note that we are not responsible for return and exchange shipping costs that are associated with the original order. Because of this, please determine your appropriate size thoroughly before booking your purchase. Moreover, please be aware that an additional fee of 10% of the original order may be applicable if the product is not returned in the same condition as it was sent.

 

*Orders that triggered our replacement/exchange policy are no longer eligible for a refund.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. 
 

In the event of receiving a damaged product, we kindly request that you send us a photo of the damaged item(s) to our support team as a part of our standard procedure.
 

In the event of a defect upon delivery, you have the choice of either receiving a complete refund or opting for a complimentary reshipment. 

If any damage occurs after use, kindly reach out to our support team and we will gladly send a free reshipment for your package as part of the lifetime warranty included in your order. 

European Union 14-day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. 

As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.